IT Service Desk Analyst

Principal Accountabilities and Duties:

  • Be the first point of contact for all users within the EMEA region for all IT issues and problems
  • Record all incidents in the ticket management system
  • Support incoming IT issues or questions related to all supported software or computing platforms via the IT Helpdesk phone number, or mailbox
  • Prepare and circulate Customer Communication notifications as necessary
  • Possess and utilise good oral and written communication skills
  • Maintain effective communication channels with users to reinforce the customer service ethos
  • Maintain awareness of user issues and act as advocate to resolve
  • Possess good analytical and problem solving skills
  • Provide a high rate of “first call fix” troubleshooting, whilst maintaining a high level of service
  • Use initiative, respond to faults quickly, and identify alternative solutions to problems where necessary
  • Evaluate the priority of the problem if no immediate help is possible, so further intervention can be planned with the 2nd line support teams
  • Perform time-effective escalations of issues to 2nd line support teams when unable to identify a resolution
  • Coordinate with the other members of the IT department
  • Monitor incidents to ensure an efficient follow-up after escalation to 2nd line support teams
  • Liaise with 3rd parties suppliers of software and hardware
  • Investigate and suggest initiatives to maintain or improve levels of service
  • Notify the IT Purchase Department of all user requests that require procurement activities
  • Ensure asset management information is maintained accurately
  • Participate in any ad hoc projects within the EMEA region
  • Be available to participate in the Service Desk on-call rota
  • Undertake such other duties as may be reasonably requested by the Line Manager that would fall within the scope of this position


  • Experience of a Helpdesk / CRM environment.
  • IT qualifications in Microsoft and ITIL are advantageous
  • Experience or relevant understanding of Active Directory
  • Experience or relevant understanding of thin/fat client environments
  • Experience or relevant understanding of Terminal Services
  • Experience or relevant understanding of Citrix XenApp 5 and 6
  • Experience or relevant understanding of Microsoft products including XP, Windows 7, Server 2003/2008 R2, Exchange 2007, Office suites
  • Experience of Mobile Device support
  • Experience of hardware (Laptop/Desktop) support
  • Good general knowledge of IT and IT terminology
  • Able to quickly build and maintain a rapport with users
  • A methodical approach to problem solving
  • Commercially aware with experience of an International environment
  • A motivated self- starter requiring minimum supervision, and takes responsibility
  • Presentable with good interpersonal, oral and written communication skills
  • Good language skills: minimum English speaking, and fluency in German is required, Dutch and French language is an advantage
  • A good team player who is both flexible and adaptable under pressure
  • Able to build and maintain good working relationships
  • Must be responsible and have a history of reliability, honesty and integrity
  • Courteous, approachable and have a strong customer service ethos
  • A good time keeper able to set and meet deadlines
  • Able to demonstrate a commitment to personal and professional development
  • Familiarity with a variety of support diagnostic tools
  • Experience of working within a SLA controlled environment
  • Able and willing to travel as required


Contact Us

For any questions, please contact our Internal Recruiter Kristien Van Wichelen (tel nr +32 (0)2 481 58 80), or send us your detailed CV with a motivation letter via [email protected]

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